We found out that wrapup duration of callback call is always recorded 0s.

We have asked your support team the reason why , and got the following answer.

"According to US, these examples are all callbacks. Wrapups for Callbacks are always 0 duration. This is an intentional design. Please submit enhancement request if you don't like this design."

So, I posted this request.

Please enhance/improve to record/show actual wrapup duration in conversation detail/timeline on portal.

Thanks,

I'm currently looking into this issue and will report back on it. We need to clearly define what is counted as wrap-up for a callback object as there could be multiple dial attempts. Although in a single call scenario it is pretty easy and simply to count wrap-up time it is a little more complex if an agent makes 2 or even more attempts. More details will follow on this....

Thanks,

Jeroen